Business Spotlight: The Water Guys

After pursuing a bachelor's degree and two master's degrees that led him to becoming a recreation and youth director for a church in Tulsa, Okla., Charles "Buddy" McClelland decided maybe he'd chosen the wrong path.

"That definitely wasn't my cup of tea," McClelland says. "With that, you have to feel called. ... It was just more than I could do."

So McClelland and wife Kathy relocated to Springfield, where he went to work for a carpet-cleaning business.

That's where things finally clicked.

Passionate about education, McClelland pursued certifications in carpet care through the Institute of Inspection, Cleaning and Restoration. Nine months later, in 1987, he went into business for himself, opening Tuft Aide Inc. and Buddy's Carpet Care.

His businesses handle different areas of specialty. Buddy's Carpet focuses on carpet and upholstery cleaning, area-rug cleaning and hard-surface care. Tuft Aide, which in January will be renamed Accelerated Drying, is dedicated to water-damage restoration. The companies are about even on revenues, he says, declining to disclose the numbers.

A Tuft job

McClelland says Tuft Aide employs a process that does not require reconstruction. Through the use of specialized equipment, including low-grain dehumidifiers, a soggy structure and furnishings can be dried in a matter of days. Sensors are used to check inaccessible places for moisture to ensure the structure is dry.

Staci Holland, program director for Ronald McDonald House of the Ozarks, recalls a flood at the house in summer 2007. The 14-room house lost power and the sprinkler system failed. The result was flood damage from the third-floor attic down to the basement.

"We had a pretty full house at the time," Holland says. "We contacted Tuft Aide, and they came right away in the middle of the night."

By morning, McClelland had drafted an action plan and had started the process of drying the structure. "They got rid of every type of concern we would have as far as mold and mildew," Holland says.

For the next couple of weeks, McClelland and crew made daily appearances, checking to ensure equipment was running properly and testing moisture levels.

The best part for Holland: Business went on as usual, except for a few bedrooms and hallways that had to be closed off.

That wouldn't have been possible if McDonald House staff worked with a company that opts for materials replacement, McClelland says. "The biggest problem with doing that is your house is in turmoil for months," he adds.

The science of drying

Over the years, McClelland has sought certification in a host of specialties. Much of his training has been through Hydro Lab in Cicero, Ind. While McClelland wants to ensure he remains at the forefront of drying technology for his customers' needs, he says he has a deep need to understand how drying works.

"I don't do anything halfway," McClelland says. "I have to know the science."

He also requires his technicians to know the science and pays for their specialty training.

"I believe education pays," he says. "The money spent in educating my folks and preparing them for whatever comes up saves me money."

The biggest challenge to growing his business has been getting insurance industry buy-in, despite McClelland's claim that the process he uses generally costs about a third of what replacement methods cost. Tuft Aide's drying services range from $1,500 to $10,000 depending on the size of the structure and the extent of damage.

The primary problem, he says, is a lack of awareness by insurance companies. Because adjusters aren't familiar with the process, they're inclined to think a space can't be fully dried without ripping out drywall, flooring and other elements. To help combat this perception, he offers training in drying techniques to insurers.

"The lead ship has the hardest job," McClelland says.

Last year, he brought on Gary Larson to help with marketing the business.

So far, Larson - who had 10 years of experience in industrial marketing before joining Tuft Aide - says he's focused on building business relationships around "being their water guy."

McClelland is hopeful the business can double within two years.

"We like slow growth ... but yet what we'd like to do is train our people to be so knowledgeable that a small group can do a vast job," he says.